Customer Service Advisor Exeter, England
BT
Full Time
Exeter, England
27500 GBP ANNUAL Today
Job description
Customer Service Advisor
Job Req ID: 11527
Posting Date: 27-Feb-2023
Function: Service
Location:
Exeter (R620), Exeter, United Kingdom
Salary: £27,500 + Excellent Benefits
About BT
BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here.
We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
So, if you're interested in the power of potential, why not join us today and release yours? You can read more here about what it's like to work at BT.
Please note - The successful candidate will be subject to NPPV3 vetting clearance, meaning you will need to have UK residency for a minimum of 5 years
About this role:
The primary function of the Customer Service Analyst is the handling of incoming contacts and service requests via telephone, My IT and LiveChat, ensuring that all incidents and requests are logged, triaged, diagnosed and / or processed so that they are dealt with in accordance with contractual SLAs. A high level of detail and accuracy is required. To appropriately fulfil or field all requests that come through to the CSD with an aim to resolve at least 55% of contacts within the first contact.
Providing first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace, along with the first line support support for Dorset Police and WAN support for Avon & Somerset, Dorset and Wiltshire Police Forces.
As the first point of contact for the customer base this job is hugely important and forms the basis of the impression that the customer will have of BT.
You'll have the following responsibilities:
- To provide technical first line support and resolve incoming contacts upon the first contact - in excess of 55%
- Maintain the necessary skills to support customer to provide first line support for the DCP Contractual Towers, such as Voice and Data Networks, Hosting Services, End User Workplace
- Ensure that reported faults and service requests are responded to in line with SLAs
- Effective management of 3rd party suppliers / resolvers to ensure optimal performance in line with associated SLAs
- Provide an effective, professional response and solution(s) to reported incidents / requests
- Maintain relationships with contractual service providers and internal IT resolver groups
- Restore normal service to the user as quickly as possible
You'll have the following skills and experience:
- Good interpersonal skills, polite telephone manner, effective communicator at all levels
- Effective listening skills and excellent attention to detail
- Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults
- Able to use own initiative and self-motivated
- Good organisational skills
- Work well under pressure, good time manager, good team worker, ability to multi-task
- Remain professional, tenacious and persevering in all situations
- Knowledge and appreciation for customer environment and challenges would be advantageous
Benefits:
At BT, we entertain, educate, and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses, or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.
Benefits of working for BT include:
Benefits of working for BT include:
- 22 days annual leave (plus bank holidays)
- Generous pension scheme
- BT Share Plan
- Discounted BT products including TV, Broadband and Mobile
- Huge range of flexible benefits including cycle to work, childcare vouchers, healthcare, season ticket loan
- Flexible working arrangements
Who is the BT Group
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
We're the leading communications provider with customers in 180 countries. Across the world we enable customer's digital transformations so they can thrive. our focus is simple: be the global provider-of-choice for managed network and IT infrastructure services..
BT
www.bt.com/careers
London, United Kingdom
Philip Jansen
Unknown / Non-Applicable
10000+ Employees
Company - Public
Telecommunications Services
1846
